Users of social networks often share that they find it difficult to deal with situations such as a stolen profile, limited access to their account, distribution of violent footage, etc. They are usually referred by the online platform to generic texts that do not help them at all or remain waiting for an endless amount of time where nothing happens. Sometimes the measures taken by the platform are controversial, but they have no one to turn to.
Gabriela Rumenova told this on the air of Euronews Bulgaria TV – founder of the non-commercial project “We, the users“. According to her, the upcoming creation of an alternative dispute resolution body between European users and online platforms in implementation of the European Union Digital Services Act will help users in such cases. Something more – will strengthen the sense of responsibility of each of the parties.
„The possibility of assistance from the new extrajudicial body of the European Union in resolving disputes between users and social networks about the legality of a given content will be another test of how the spirit of consumer law is understood – good faith and equalization of the forces of each of the participants. This is because if a report is filed lawfully and in good faith and a ruling is made in favor of the petitioner, all fees and reasonable costs of the proceedings will be for the online platform”, commented the expert.
Rumenova explained that in the role of an arbitrator, this body will facilitate the resolution of disputes regarding any type of “illegal content”, including the sale of goods and services. “Illegal content may be illegal in itself. For example, when it is discriminatory, terroristic or uses "hate speech". But also when it is related to illegal actions – the sale of goods in violation of consumer legislation, copyright, data protection, etc., she pointed out.
In the studio of “Good Morning Europe“ Gabriela Rumenova clarified that two stages are envisaged for the voluntary resolution of disputes regarding the legality of a given content and subsequent actions by an online platform – removing the content in question, restricting access to the service of its distributor, etc.
In the first instance, through the so-called internal complaint resolution system –up to six months after the platform has taken one or other actions due to what it has determined to be illegal content, the affected party has the opportunity to challenge them before the platform itself . “If no agreement is reached, then users will be able to take the dispute to the alternative non-judicial body. The complainant will pay a symbolic fee of 5 euros and it will be refunded to him if he wins the dispute, while for the platform each participation in such conciliation proceedings will cost 100 euros.“, she added.
The maximum term for the out-of-court body to rule on a given dispute is 90 calendar days, and in more complex cases an extension of another 90 days is allowed.